Genesys Cloud - Main

Hello Folks,

Hope everyone is doing well.

We have started using Genesys pure cloud and started the configurations. We have noticed for some user the WebRTC diagnostic test is getting passed and for some user it's getting failed although user is connected with same VPN or same office network. We have tested with user having them connected with both VPN and LAN from office and for some user it's working from everywhere and for some it's not working from anywhere which I don't believe any network Firewall , Proxy or VPN issue else it would have impact everyone .

Basically for WebRTC "Call Connected" and "Call Quality" is getting failed and in Network test "Able to reach Genesys service via DNS" and "Able to reach Genesys services on genesys owned CIDR range" is getting failed.

Could you please suggest how we can proceed on this case?

Thanks in Advance

Hi Datta

A couple of questions - are users all using WiFi or LAN?  Also, a new CIDR was added to the media layer earlier this week.  Did you confirm that was added to your firewall rules?

Hello Folks,

Hope everyone is doing well.

We have started using Genesys pure cloud and started the configurations. We have noticed for some user the WebRTC diagnostic test is getting passed and for some user it's getting failed although user is connected with same VPN or same office network. We have tested with user having them connected with both VPN and LAN from office and for some user it's working from everywhere and for some it's not working from anywhere which I don't believe any network Firewall , Proxy or VPN issue else it would have impact everyone .

Basically for WebRTC "Call Connected" and "Call Quality" is getting failed and in Network test "Able to reach Genesys service via DNS" and "Able to reach Genesys services on genesys owned CIDR range" is getting failed.

Could you please suggest how we can proceed on this case?

Thanks in Advance

Hi Vaun,

For the user the test is getting failed, they are connected with VPN and we have split tunnel to avoid packet loss and latency so that the traffic will go via local internet. Yes the new range is also added in FW rules.For few users using same VPN it's getting passed and even we tested from LAN and Wifi both are working for few users. So for some user it's working and for some user it's not working.

Thanks

Hi Datta

A couple of questions - are users all using WiFi or LAN?  Also, a new CIDR was added to the media layer earlier this week.  Did you confirm that was added to your firewall rules?

Hello Folks,

Hope everyone is doing well.

We have started using Genesys pure cloud and started the configurations. We have noticed for some user the WebRTC diagnostic test is getting passed and for some user it's getting failed although user is connected with same VPN or same office network. We have tested with user having them connected with both VPN and LAN from office and for some user it's working from everywhere and for some it's not working from anywhere which I don't believe any network Firewall , Proxy or VPN issue else it would have impact everyone .

Basically for WebRTC "Call Connected" and "Call Quality" is getting failed and in Network test "Able to reach Genesys service via DNS" and "Able to reach Genesys services on genesys owned CIDR range" is getting failed.

Could you please suggest how we can proceed on this case?

Thanks in Advance